Ticket Number vs Ticket ID Format

Autotask ticket numbers have a default format of T[YYYYMMDD]. [RecordIncrement], e.g., T20260616.0003. This default format cannot be changed and is not easy for callers to enter on their keypads with our ticket number call routing feature. 

Autotask Ticket IDs are four to six-digit numbers assigned to each ticket. Consider this more of a database record. Ticket IDs can be included in your Autotask Service Desk Email Notification Templates to inform customers about this number. It's much easier to memorize, read back, and enter on a keypad than a ticket number. We recommend adding Ticket IDs to your email notification templates so that callers can enter them using our Ticket Number Call Routing feature. See the example below, where the Ticket ID variable is used in a generic email notification template.